Entitlement Management Data Model
The Entitlement starts with a Service Contract. Within a Service Contract, there is Pricebook. Based on the Pricebook Assignment Rules, the pricebook gets populated on Case and Work Order objects. The Service Contract also has a Contract Line Item as an immediate child record. There are two configurations within a Contract Line Item: Auto Entitlement configuration and Entitled Service configuration. This means the Service Contract contains data from three records:
• Contract Line Item
• Pricebook
• Entitled Service
Creating an Entitled Service automatically creates an SLA record based on the entitlement process. There are two types of SLA records from an Entitled Service:
• Entitlement Case SLA record: When the Entitlement Process runs on the Case object
• Entitlement Work Order SLA record: When the Entitlement Process runs on the Work Order object
The SLA record gets deleted automatically in two scenarios:
• When the Entitled Service is deleted
• When the Entitlement Process is removed from the object
The SLA record contains the data of the Entitlement Process, such as on which object the SLA records are created. Based on the SLA record, Milestone is triggered on the object. There are two additional records related to the object once the Entitlement Process happens:
• Entitlement Verification History: This record is created automatically when Auto Entitlement or Interactive Entitlement is performed. It captures data such as the date on which the entitlement is performed, the type of entitlement, the result of the entitlement.
• Entitled Service History: For Service Type = Visits, the increment and decrement trigger the log to be captured in the Entitled Service History record. It contains data such as the object on which the entitlement is performed, Action whether it is a decrement or increment.
Entitlement Case SLA and Case Milestone
The following screen displays the Entitlement Process on Case.
Entitlement Work Order SLA and Work Order Milestone
The following screen displays the Entitlement Process on Work Order.
Entitlement Process
The following ERD represents the end-to-end Entitlement Process including Asset Warranty.
